Employees who need IT support for services or issues can use a chat or voice interface to interact with the ITSM tool; this would be a natural, conversational interface, instead of the usual mechanism of huge number of options and choices that a user would have to click through to fill in all the details. Additionally, once the ticket is created, there may be a bot waiting on the ticket type which would kick in and fix the service request or issue; in which case, the bot would respond back to the user with the details of the fix or the response immediately and seamlessly.
The chatbot can converse with the employee, fix up an appointment at a convenient time and update the ticket with the details of the time slot so that the service desk personnel can efficiently address the employee’s time.
